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Knowledge Management

What does Shift Left mean for ITSM?
By Hannah Price on August 1, 2019

Shift Left as a trend keeps on growing in the industry, and as a company focused on service excellence and end user empowerment, we couldn't be happier. But why is Shift Left still...

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Knowledge Management

How to implement KCS in 6 steps: Training & Coaching
By Joost Wapenaar on July 11, 2019

Getting Knowledge Management right has always been tricky. It’s always important, but never urgent. Knowledge Centered Service (KCS)* has lowered the threshold for getting started with...

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Knowledge Management

How to implement KCS in 6 steps – and get measurable results
By Joost Wapenaar on June 27, 2019

Getting Knowledge Management right has always been tricky. It’s always important, but never urgent. Knowledge Centered Service (KCS)* has lowered the threshold for getting started with...

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Knowledge Management

Overcoming Knowledge Management Challenges at the Service Desk
By Hannah Price on March 26, 2019

Whether you are just looking to start the process of better knowledge sharing in your organisation, or if you already have a Knowledge Base you'd like to make better use of, one of the...

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Knowledge Management

Best Practice Knowledge Management Step-by-Step
By Hannah Price on February 5, 2019

We strongly believe that Knowledge Sharing is the way to go for the modern Service Desk. Instead of reinventing the wheel with every call, you should be using the collective knowledge of...

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Knowledge Management

[Video] What is KCS?
By Colin Bassant on October 25, 2018

In this video series, we explain an ITSM concept in about 45 seconds. This week: KCS, a.k.a. Knowledge Centered Service. What is it? And how does it help you do your work better?

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Knowledge Management

[Video] What is Shift Left?
By Hannah Price on September 13, 2018

 In this video series, we explain an ITSM concept in about 60 seconds. This week, we focus on Shift Left. What is it? And how does it help you improve your service delivery?

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Knowledge Management

5 Vital Knowledge Base KPIs for better Self-Service
By Vincent Bode Bakker on April 19, 2018

Knowledge Management is a never-ending process; continuous development in your organisation means the knowledge base must be constantly updated with new information. It's important to...

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Knowledge Management

The changing roles and responsibilities of the Knowledge Manager
By Hannah Price on March 22, 2018

Who owns the Knowledge Base at your Service Desk? The politically correct answer is probably “it’s a joint effort”. But in real life, isn't the Knowledge Manager the one doing most of...

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Knowledge Management

Creating a better Knowledge Base experience (Infographic)
By Hannah Price on March 14, 2018

Better Knowledge Management is incredibly important to improving your service delivery and customer satisfaction. But how do you make sure that your knowledge base can be used in a...

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